Had a chat with live support regarding the black screen thing. Bottomline is, the error occurred after the update..... but they will not replace the unit that was automatically updated by THEIR system that destroyed my charge 3.... this is what I call scam!
SUMMARY OF TRANSCRIPT BELOW
But a device
We will provide a free update
UPDATE DESTROYS YOUR DEVICE
We will not replace it
Good bye
COMPLETE TRANSCRIPT OF CHAT WITH CUSTOMER SERVICE
Wei Chih:Thank you for chatting with me today. I'll be glad to assist you with your Fitbit device's display that is not turning on.
Wei Chih:For me to further investigate this issue, may I know if you tried to restart your Charge 3 by pressing and holding the button of your device while it was on the charging cable for eight seconds?
Me:yes multiple times. i tried following instructions from the forum
Me:it just keeps on vibrating continiously
Wei Chih:Thank you for sharing this with me
Wei Chih:Let's start performing some steps to troubleshoot the issue with your Charge 3. Do you have your Charge 3 and charging cable with you?
Me:yes
Wei Chih:Let's try performing a long restart on your Charge 3 in order to re-calibrate its system. Keep in mind that this is different from the restart that you have already tried performing.
Wei Chih:To long restart your Charge 3, connect your device again to the charging cable. Then, press and hold the button down for fifteen seconds.
Me:okay
Wei Chih:After pressing the button, your Charge 3 turns on and shows a battery icon. Two vibrations would then occur: First a short vibration and then a medium vibration.
Wei Chih:Next, the device turns off and turns on again before showing a progress bar. Note that after the progress bar completes, a total of seven short vibrations would occur.
Wei Chih:After this, remove the device from the charging cable and Charge 3 shuts down.
Wei Chih:Finally, plug your Charge 3 back into the charging cable.
Me:after doing this: To long restart your Charge 3, connect your device again to the charging cable. Then, press and hold the button down for fifteen seconds......... nothing is happening.. i vibrates continiously but does nothing after 15 secs
Wei Chih:I'm so grateful for the time you've spent in working out this matter with me and also for performing all the troubleshooting steps I have provided. As we have tried all possible solutions for your Charge 3 and the issue still persists, let us proceed in evaluating its warranty status.
Wei Chih:For us to get started, may I ask for your country of residence and the retailer's name where you purchased your Fitbit device?
Wei Chih:May I also know the date when you purchased your Fitbit device or when you received it if it was given to you as a gift?
Me:Country of residence: Philippines
Me:retailer: do not know since it was given as a gift
Wei Chih:I would also like to confirm the retailer where the device was purchased and the device when the device was purchased so that I could further review your Fitbit's warranty status?
Me:i cant remember when it was given to me since I am using alta hr when i got this
Me:i believe i got this around 2018
Wei Chih:Thank you for sharing this with me
Wei Chih:Upon thoroughly checking on our system, I was able to see that your Charge 3 has already exceeded our limited one-year warranty period. Since this is the case, I cannot provide a replacement for your Charge 3.
Wei Chih:However, you may check with\ our authorized retailers at fitbit.com/retailers to see our latest offerings.
Me:so when i updated this product and the update cause this error, you wont do anything about the fact that it was the update that cause this?
Wei Chih:Regarding your concern, know that this is not something that we expect to happen with our Fitbit devices especially after an update.
Wei Chih:By the way, after our chat you will receive a brief survey. Any feedback you'd like to provide would be most appreciated, and will help us refine our support processes.
Wei Chih:While I still have you here, would there be anything else that I can assist you with?
Me:yes but it does not mean you are not liable for the update error
Me:the update was yours
Me:your update destroyed my unit
Me:i do not care if you did not expect to destroy my unit
Wei Chih:I understand where you're coming from and I would like to take this time to apologize for the disappointment you’ve felt towards our products and services. Know that this is not the experience we want you to have with us.
Wei Chih:Nevertheless, I recognize the limitations that I have on my part and rest assured that your comments and sentiments with regards to our products and services will be taken into consideration as we seek to provide the best experience possible for our customers.
Wei Chih:However, as much as I would like to accommodate your request, I am unable to do so since your Fitbit device does not meet the requirements for replacement as stated in our warranty policy.
Me:can i get an email with your legal.
Me:if you do not know that updating can cause issues with my product then you should not have done it
Wei Chih:Regarding your request, I do not have information about our legal team for this matter.
Wei Chih:By the way, after our chat you will receive a brief survey. Any feedback you'd like to provide would be most appreciated, and will help us refine our support processes.
Wei Chih:While I still have you here, would there be anything else that I can assist you with?
(1 sec pause)
Me:you have not yet resolve this issue
(10 sec pause)
Wei Chih:As what I have previous mentioned, I do not have any email address or information regarding our legal team. You may refer to this link for more information about our warranty policy: https://www.fitbit.com/legal/returns-and-warranty
(1 sec pause)
Wei Chih:What other questions do you have for me?
(1 sec pause)
Wei Chih:Since I have not heard from you, I'll need to disconnect this chat in order to assist another customer. Please feel free to contact us back via chat, email or phone if there's more we can do to assist you. Thank you for contacting Fitbit and have a great rest of the day!
good escape.....................
LESSON: Do not update your devices to avoid destroying your devices.
If you look at the forum for charge 3, there are so many of the black screen cases yet FITBIT would do anything to not to replace them even though the cause of these problems are the updates that came from them.
